Contact Center System Administrator

Suncoast Credit Union; United States; Remote; USD 62,000 - 92,000; Full time

Job summary

Suncoast Credit Union is seeking a Remote Contact Center Systems Administrator to lead administration, configuration, and optimization of Genesys Cloud CX, Verint WFM, and Pindrop. You will serve as escalation for Level 2 digital banking and telephony issues, ensure system stability, and mentor junior team members.

The role collaborates with IT, vendors, and business stakeholders to align platform capabilities with contact center operations, driving improvements and overseeing change control

Qualifications

• 5+ years of experience administering contact center or unified communications technologies.
• Expertise with Genesys Cloud CX platform (Architect, routing, and admin modules).
• Advanced knowledge of Verint WFM (on-premise environment).
• Experience supporting and configuring Pindrop or equivalent voice authentication tools.
• Demonstrated ability to manage Microsoft Teams voice administration and user provisioning.
• Experience managing licensing, AI features, and telephony vendor relationships (e.g., Lumen).
• Experience implementing or supporting agent assist and knowledge integration solutions.
• Strong analytical and diagnostic skills, with the ability to lead incident resolution.

Responsibilities

• Design and optimize Genesys Cloud call flows, IVR routing, and integrations using no-code tools.
• Manage Verint WFM configuration, patch coordination, troubleshooting, and vendor escalation.
• Lead the administration and enhancement of agent assist tools and integration with knowledge systems.
• Oversee and fine-tune Pindrop integrations for secure voice authentication.
• Lead the root cause analysis of critical system issues, coordinating across departments and vendors.
• Own complex configuration changes and perform advanced system troubleshooting.
• Ensure the accuracy and completeness of speech analytics configurations; oversee tagging logic and keyword management.
• Collaborate with data and analytics teams to ensure clean delivery of speech analytics outputs.
• Manage Teams voice users, phone number assignment, routing policies, and system settings.
• Oversee Lumen billing, usage reconciliation, and licensing governance across Genesys, Teams, and AI platforms.
• Track and influence KPIs such as IVR containment, authentication rates, transfer percentage, and speech insights.
• Serve as primary liaison with Genesys, Verint, Pindrop, Microsoft, Lumen, and managed service providers.
• Ensure system compliance with internal controls and data security protocols; maintain audit readiness documentation.
• Provide strategic input on technology improvements and platform roadmaps.
• Lead system testing, patch validation, and user acceptance testing (UAT); manage change control procedures.
• Coach and mentor junior administrators; lead onboarding and support knowledge sharing across the team.
• Maintain a strong understanding of all supported platforms and their integration points to ensure cohesive and efficient system functionality across the contact center technology stack.
• Maintain knowledge and understanding of current trends, laws, and issues affecting the area of expertise.
• Attend educational events to increase professional knowledge.
• Complete annual compliance and information security training to understand employees' role in maintaining effective compliance and security programs

Skills

AI & Machine Learning

Analytics

Customer Service

Job description

Remote

Overview

Compensation: $62,000 - $92,000 based on experience and credentials

Location Type: Remote (candidate must reside in FL)

Position Type: Full Time

Schedule: Monday through Friday 8:30 AM - 5:30 PM with evening and weekend hours as needed

The Contact Center Systems Administrator leads the administration, configuration, and optimization of core contact center platforms: Genesys Cloud CX, Verint WFM, and Pindrop. This role also serves as the highest escalation point for Level 2 support related to digital banking and telephony issues. The Administrator ensures system stability, leads small enhancement projects, and mentors junior team members. This position plays a key role in collaborating with IT, vendors, and business stakeholders to ensure alignment between platform capabilities and contact center operations.

Responsibilities

• Design and optimize Genesys Cloud call flows, IVR routing, and integrations using no-code tools
• Manage Verint WFM configuration, patch coordination, troubleshooting, and vendor escalation
• Lead the administration and enhancement of agent assist tools and integration with knowledge systems
• Oversee and fine-tune Pindrop integrations for secure voice authentication
• Lead the root cause analysis of critical system issues, coordinating across departments and vendors
• Own complex configuration changes and perform advanced system troubleshooting
• Ensure the accuracy and completeness of speech analytics configurations; oversee tagging logic and keyword management
• Collaborate with data and analytics teams to ensure clean delivery of speech analytics outputs
• Manage Teams voice users, phone number assignment, routing policies, and system settings
• Oversee Lumen billing, usage reconciliation, and licensing governance across Genesys, Teams, and AI platforms
• Track and influence KPIs such as IVR containment, authentication rates, transfer percentage, and speech insights
• Serve as primary liaison with Genesys, Verint, Pindrop, Microsoft, Lumen, and managed service providers
• Ensure system compliance with internal controls and data security protocols; maintain audit readiness documentation
• Provide strategic input on technology improvements and platform roadmaps
• Lead system testing, patch validation, and user acceptance testing (UAT); manage change control procedures
• Coach and mentor junior administrators; lead onboarding and support knowledge sharing across the team
• Maintain a strong understanding of all supported platforms and their integration points to ensure cohesive and efficient system functionality across the contact center technology stack
• Maintain knowledge and understanding of current trends, laws, and issues affecting the area of expertise
• Attend educational events to increase professional knowledge
• Complete annual compliance and information security training to understand employees' role in maintaining effective compliance and security programs

Qualifications

• 5+ years of experience administering contact center or unified communications technologies
• Expertise with Genesys Cloud CX platform (Architect, routing, and admin modules)
• Advanced knowledge of Verint WFM (on-premise environment)
• Experience supporting and configuring Pindrop or equivalent voice authentication tools
• Demonstrated ability to manage Microsoft Teams voice administration and user provisioning
• Experience managing licensing, AI features, and telephony vendor relationships (e.g., Lumen)
• Experience implementing or supporting agent assist and knowledge integration solutions
• Strong analytical and diagnostic skills, with the ability to lead incident resolution
• Experience in project coordination or cross-functional team collaboration
• ITIL Foundation, Genesys Cloud, or Verint certifications preferred
• Financial services or digital banking experience strongly preferred
• Ability to read and interpret structured data formats (e.g., JSON, XML) to support troubleshooting and integration coordination

Skills

• AI & Machine Learning
• Analytics
• Customer Service

Benefits

• Financial Well-Being:Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness:Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance:11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement:Paid Volunteer Hours
• Growth:Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits